ijgolding

NOVEMBER 17, 2016

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization. This post originally appeared on the CXPA Blog on November 10, 2016.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

ShepHyken

JUNE 23, 2020

The Future of Customer Feedback. How to Get the Most Out of Your Customer Feedback Today and Beyond. Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. They discuss effective strategies to getting useful customer feedback as well as the future of customer feedback. Customers love to be heard.”.

Survey 74

Survey Feedback B2B Touchpoint 74

ShepHyken

FEBRUARY 19, 2019

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. She is a Certified Customer Experience Professional (CCXP) and holds a Blackbelt in Six Sigma. Open-ended questions are where the gold lies.” – Martha Brooke.

Feedback 81

Feedback Customer Experience Professionals System Metrics 81

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She has served clients as an independent consulting partner since 2004. Annette Franz. Denise went on to head Sony Electronic Inc.’s

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She has served clients as an independent consulting partner since 2004. Annette Franz. Denise went on to head Sony Electronic Inc.’s

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

InteractionMetrics

JUNE 19, 2023

Before this, products were primarily designed based on whatever the engineering team wanted to build, not what the customer wanted, needed, or was able to use functionally. Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100